Open to opportunities

kacee cooley

@kaceecooley

I resolve complex technical support issues across enterprise systems, networks, cloud tools, and data center environments.

United States

Message

What I'm looking for

I'm seeking a tech support or repair role with opportunities for advancement, where I can resolve complex customer issues, support enterprise systems, and contribute independently or as part of a team.

I've supported enterprise customers at Secure-24 / NTT since 2016, resolving issues from account locks to data center outages across Active Directory, Microsoft 365, Azure, vSphere, Exchange, SAP, and customer-specific systems.

Previously at McKesson Pharmacy Systems and Automation, I supported pharmacy POS systems, servers, networks, automated dispensing, electronic MAR forms, and long-term care environments while working with PCI and HIPAA compliance. I also provided nationwide remote support for Dunkin' Donuts, became a Tier 2 resource in under six months, and served as an SME and new-hire trainer.

I'm comfortable working independently, on call, and under SLA pressure, with a record of exceeding quality, metrics, and customer-feedback expectations. I bring hands-on PC repair, networking, hardware diagnostics, documentation, and customer service experience.

Experience

Work history, roles, and key accomplishments

Current

Technical Support Representative

Current

Secure-24 / NTT

Sep 2016 - Present (9 years 11 months)

Provided technical support for customer issues, from account locks to data center outages, and maintained high customer service metrics. Worked as an MSP Generalist and core team member, becoming an SME and supporting a hospital environment.

Active Directory O365 Azure VSphere Exchange SAP ITIL System Administration Windows Linux Unix Virtualization Networking Ticketing Systems

Support Specialist

McKesson Pharmacy Systems and Automation

Jun 2012 - Feb 2016 (3 years 8 months)

Supported pharmacy point of sale systems, servers, networks, and peripherals, ensuring PCI and HIPAA compliance. Diagnosed and repaired issues using remote software and maintained knowledge bases.

SQL SCO Unix Networking Remote Support

Remote Support Technician

Tech Team / HCS – Dunkin Donuts

Feb 2010 - Sep 2011 (1 year 7 months)

Provided nationwide POS and back office support, troubleshooting hardware, network, and software issues. Maintained SLAs, documented cases, and served as SME and new hire trainer.

Windows Radiant RPOS Bluecube RPS VNC Customer Service Troubleshooting

Computer Technician

Self Employed

Jan 2007 - Dec 2010 (3 years 11 months)

Provided PC repair, networking, virus and spyware removal, and system analysis services. Achieved an outstanding service record with 80% referrals and adapted to mobile in-home repair environments.

Networking Virus Removal Spyware Removal System Analysis

Management & Professional Body Piercer

Karma Body Art

Jan 2004 - Dec 2007 (3 years 11 months)

Managed shop operations, including budgeting supplies and equipment, and handled cash accountability. Implemented procedures to exceed health code regulations.

Management Budgeting Customer Service